Create
cancel
Showing results for 
Search instead for 
Did you mean: 
Sign up Log in

Next challenges

Recent achievements

  • Global
  • Personal

Recognition

  • Give kudos
  • Received
  • Given

Leaderboard

  • Global

Trophy case

Kudos (beta program)

Kudos logo

You've been invited into the Kudos (beta program) private group. Chat with others in the program, or give feedback to Atlassian.

View group

It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

When I am editing a ticket in Service Desk, the Request Type drop down menu only shows one request type.  I've created 3 request types.  What am I doing wrong?edit screen.PNGRequest type.PNG

3 answers

1 accepted

0 votes
Answer accepted

Hi Katherine,

Jira will only show you the request types that match to the issue type of the issue you are editing.   If you need a different request type you will have to use more actions - Move to the issue type that matches to the request type.

Hope that helps

Susan

Thanks for responding Susan!

When the request is created, the request type defaults to None.  However, the Default issue type should be Inquiry.  So that's why I don't understand why there isn't a drop down where I can select which request type.none.PNGdefault issue type.PNG

This whole issue type and request type is very counter-intuitive in my opinion. 

Like # people like this

Susan - I found out the problem and solution!  We have backbone sync.  I have a Jira instance and also a Service Desk instance.  When I create a ticket in Jira it syncs to Service Desk.  I had a set a default in that sync to a different request type.  That's why all tickets coming into our Service Desk were Document Rendering.  I reset the default in the backbone sync to Inquiry, and now it's working!  I knew it had to be something easy.

Thanks again for all of your help!

Great news.  I'm not familiar with backbone sync, but makes sense it was something like that.   Please accept answer.

0 votes

Hi,

Have you set up your request types?  What does the request type configuration look like?

Susan

So if your issue type is "Inquiry" you can only select "General Support Request" as your request type.

Thanks so much for your help Susan!

I see what you are saying now.  Thank you!  Yes, that is the way it should work, However, the request comes in with no request type listed.  However, it looks like it may be defaulting to Document Rendering.  Why would it default to Document Rendering if I have Inquiry selected as my default? I'm guessing at this because the icon by the ticket number CSSD-196 is the same icon as Document Rendering.  I would like the request type to default to Inquiry.

Thanks!!!!

ticket1.png

Hi

When you say when it "comes in", do you mean it comes in by email?  In that case you you need to check the set up on email and perhaps you have it defaulting to "document rendering".  You can choose the request type that is to be set when an issue is emailed in.

Maybe that is what is happening?

S

It's coming in through backbone sync.  When I went to Project Settings -> Email Requests.  I clicked the ... and configure email request types, but nothing happened.  Nothing came up or changed on my screen.  Is there another way to edit the emailed request type?

Thanks you so muchportl.PNG

Hi,

At this point I'm out of my depth as I have a server version.  But I suspect maybe you need to set up the email:

https://support.atlassian.com/jira-service-desk-cloud/docs/receive-requests-from-an-email-address/

Hope that hleps

Susan

Thanks for all of your help Susan!  

Do you know if it is even possible to change the associated issue type with the emailed request - request type?

Yes definitely.

Suggest an answer

Log in or Sign up to answer
TAGS
Community showcase
Published in Jira Service Management

Announcing Jira Service Management!

Hello there Cloud Community members! Today, we’re thrilled to announce Jira Service Management, the next generation of Jira Service Desk. Jira Service Management touts advancements in IT service ...

2,143 views 25 38
Read article

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you